Sr Adm Support Assistant

County of Mecklenburg, NC•Charlotte, NC

2d•$20 - $26•Onsite

About The Position

This is a customer-facing position that will greet, receive, and assign customers and the public who have come into the Mecklenburg County Community Resource Center (CRC) to apply for Health and Human Services and supporting programs. Health and Human Services agencies represented in the CRC are the Department of Social Services, Public Health, Child Support, Veterans Affairs and various community service organizations/agencies. This position is responsible for reviewing information in the state and county computer systems to assess need and case status, provide information and referral services, and utilize the queuing system to successfully route customers to the appropriate portal for the assistance they seek. This position may also provide administrative back-up to other administrative support functions. The goal of the Community Resource Center is to deliver quality, accurate, and personalized solutions that enhance customer satisfaction with every interaction.

Requirements

Minimum of four years of administrative experience
High School Diploma or equivalent
May require a valid North Carolina or South Carolina Driver's License
May require County Driving Privileges
Knowledge of proper and professional etiquette and skill in greeting and assisting customer.
Knowledge, understanding, and ability to relate to a diverse customer population.
Knowledge of proper grammar and formatting of correspondence and documentation; ability to compose short and concise summaries/narrative entries.
General familiarity with all services offered at the CRC, including requirements for submission of applications and referrals for multiple Departments including DSS, Public Health, Veterans Affairs and Child Support.
Knowledge of community-based agencies that may temporarily provide service in the CRC and communicate appropriately to the customer.
Knowledge of internal and external community resources.
Knowledge of the CRC operations, policies and procedures.
Administrative and clerical procedures and systems using various computer operations, managing files and records
Principles and processes for providing customer and employee services
Structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar
Strong customer service skills including the ability to manage difficult customers.
Coordination and organization
Judgement and decision making
Time management skills, efficiency in navigating multiple required state and local computer applications/queuing systems to successfully perform the duties of the job, organization skills.
Effective listening, verbal, and written skills.
Adaptability: Maintain effectiveness when experiencing major changes in work responsibilities or environment; adjusting effectively to work within new work structures, processes, requirements, or cultures. Must have the ability to multi-task, including ability to receive requests, manage computer applications, and deliver service timely and with accuracy.
Building Trust: Interacting with others in a way that gives them confidence in one’s intentions and those of the organization
Communication: Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the information provided
Customer Focus: Effectively meeting customer needs; building productive customer relationships; taking responsibility for customer satisfaction and loyalty
Initiating Action: Taking prompt action to accomplish objectives; take action to achieve goals beyond what is required; being proactive. Possess sound judgement, think critically and the ability to make appropriate assessments timely.
Planning and Organizing: Establishing courses of action for self and others to ensure that work is completed efficiently.
Stress tolerance: Maintaining stable performance under pressure or opposition; handling stress in a manner that is acceptable to others and to the organization
Data entry
Intermediate use in various computer applications.
Proficient in various computer applications including Microsoft Office Suite including, but not limited to: ISSI, NC Fast, EBT Edge, Crossroads, Microsoft queuing system, ACTS, OnBase, Microsoft Outlook, Excel and Word.

Nice To Haves

Bilingual (Spanish and English) proficiency oral and written

Responsibilities

Greets and receives customers who are in the Center to seek assistance and/or apply for benefits/services through the Department of Social Services, Child Support Enforcement, Public Health and Veterans Affairs and other Community Partner services offered within the CRC.
Researches various State and County computer systems to determine case status and to identify need.
Provides basic answers about services offered and referral information based on customers situation.
Inputs customer’s demographic data into the computer systems as necessary to assign customer to appropriate service area.
Assigns customers to the appropriate department within the CRC by successfully utilizing the queueing system.
Scans customers’ documents appropriately, provides detailed narrative information in the appropriate computer applications relative to the various departments’ standard operating procedures within the CRC.
Assists customers with completion of required forms and applications as needed per program policy and procedural requirements.
Monitors customer activity in the lobby and waiting areas of the CRC to insure safety and to verify that all customers have been assessed.
Addresses the needs of customers of diverse languages, ethnic and socio-economic groups, and those with special needs. When appropriate, utilizes bi-lingual staff, agency interpreter, or contracted interpreter service using dual phone line or arranges an appointment with qualified interpreter.
Assess need for short-term child care while customer is inquiring or applying for services.
Must remain informed and knowledgeable of all programs and services offered within CRC including those offered by Community Organizations.
Maintain personal and professional competency via trainings.
General Administrative duties to include printing, copying, meetings, managing documentation, scanning and data entry.
Collaborate with staff to ensure the customer workflow is efficient and successful. Keep current with CRC process changes and ensure that customer communications reflect the correct and current protocols.
Collaborate with staff to function in support of each other to achieve the mission of HHS and Mecklenburg County; Assist with additional lobby services as needed (Scanning, Kids’ Corner, Computer Room, etc.)
Maintain a professional environment.
Maintain county standards in professional appearance
Other duties as assigned